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The Customer Relations Group (CRG) is an enhanced level business group providing resolution of customer problems. Complaints managed by the CRG are complex / ongoing issues that have not been resolved through business as usual processes.
In order to facilitate the resolution process, the CRG is linked to a network of experts from all parts of Xerox (Product and Solutions, Engineering, Manufacturing, Sales, Administration & Senior Management).
The CRG uses a closed loop process which is best described as : The CRR researches the customer’s complaint, connects with the appropriate business groups, and creates action plans, coordinates and track commitments until the customer confirms the complaint is resolved.
The CRG works with strategic partners to improve the overall customer experience through Root Cause Analysis, reporting, action planning & partnerships.
Overall, CRRs must embrace positive relationships with sales, services, administration and other Xerox Value Chain Partners to ensure smooth facilitation of customer complaints to ensure we regain as well as earn our customers’ confidence and trust in Xerox.
Essential Job Functions :
Act as the Customer Advocate and facilitates resolution of customer complaints
Negotiate customer resolutions, taking or facilitating complaint ownership to ensure completion of agreed-upon actions
Achieve complaint resolution by utilizing good business judgment while balancing compliance with established policies
Act as a liaison between CRG and internal partners such as Xerox Services, Sales & Admin Groups to increase customer satisfaction across the value chain
Prompt resolution and closure of all complaints with the customer using a closed loop process
Timely follow-up and escalation of complaints to management to ensure speed of resolution (critical to regain our customers satisfaction)
Applicant Qualifications :
Role model customer service with demonstrated commitment to resolve customer complaints
Post-Secondary Education Preferred
Experience with Xerox Major Accounts / MPS preferred
Experience with IO Sales Channel and / or XOG Technical Support preferred
General business knowledge and Cross-functional knowledge and relationships
Excellent verbal, written communications and listening skills in both English and French
High level of business maturity, minimal supervision required
Strong problem solving and negotiating skills
Ability to prioritize multiple tasks to facilitate working well under pressure
Excellent organization and follow-up skills
Ability to maintain confidences
Strategic and / or creative thinking
Highly motivated, professional and dependable
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military / veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-
mail to XeroxStaffingAdminCenter xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Requisition ID : 18003588